Job Description

Do you have FCA knowledge of complaint handling?

We have an excellent opportunity for a Complaints Handler, to join a fantastic client in Runcorn who invest in their people. As a Complaints Handler, you will manage the complaint process by taking ownership of individual cases and resolving them satisfactorily.


Salary: £24,000
House: Monday - Thursday (08:30 - 17:30) & Friday (08:30 - 17:00)
Location: Runcorn


Key Responsibilities:

" Ensure all complaints are handled within FCA and business deadlines, from receipt to resolution
" Establish telephone or email contact with the client, to gain a full understanding of their complaint
" Complete a thorough investigation in to the route cause
" Provide constructive feedback to people managers and contact centre agents
" Create, maintain and develop open & productive relationships with relevant internal business units and external third parties
" Ensure internal systems are updated and the information held is accurate
" Report on complaints data, spot trends and offer ideas for continuous improvement
" Keep up to date with regulatory and legislative changes, with particular attention to the FOS and outcomes
" Adherence to company and regulatory policies & procedures



Essential Skills & Experience:

" Experience within the financial services industry
" Knowledge of financial services external bodies. Most notably, the Financial Conduct Authority (FCA) and Financial Services Ombudsman (FOS)
" Working knowledge of GDPR
" Knowledge and experience of complaint handling within a contact centre or similar environment
" Excellent communication skills, both verbal & written
" Knowledge of MS Office such as Excel, Word, Teams and Outlook

If you have the required experience, please apply online and to speed up your application, please complete our pre-registration link on http://registrations.brookstreet.co.uk/full-registration.aspx